Director, Patient and Client Feedback Initiatives and Crisis Peer Support
Salary: $98,844 - $122,198
The Research Foundation is seeking a qualified candidate to fill a full-time position of Director of Patient and Client Feedback Initiatives and Crisis Peer Support to ensure that Office of Mental Health (OMH) is meeting the needs of the individuals and families in its system. OMH is designing the Patient and Client Feedback Initiatives and Crisis Peer Support Implementation unit that will be responsible for the development, training and technical support to disseminate surveys designed to provide real time feedback to OMH on its initiatives. The feedback collected by this unit is expected to produce meaningful and actionable information that will promote quality improvement research, ensuring that the services provided are meeting the needs of individuals and families in care. Further, this unit will be responsible for creating, coordinating, and conducting training, technical assistance, and individual consultations to implement Peer Support Services in the Comprehensive Psychiatric Emergency Programs (CPEPs) statewide. This unit will work within the Office of Consumer Affairs and closely with the Community Program Management program staff and the Office of Population Health and Evaluation analysts to promote the rapid feedback from individuals and families in care to support the management and improvement of OMH services. This Unit will be staffed by a Director who will eventually supervise a minimum two staff. The unit will report to the Special Assistant to the Commissioner overseeing the Office of Consumer Affairs (soon to be Office of Advocacy and Peer Support Services) located within the Office of the Commissioner.
The Director will be responsible for the oversight and development of the Patient and Client Feedback Initiatives (PCFI) and Crisis and CPEP Peer Support Implementation. The Director will be responsible for the supervision of the Program Manager and Project Coordinator. In this role, the incumbent will develop a comprehensive monitoring and evaluation plan for the PCFI Crisis and CPEP Peer Support Implementation. The incumbent will consult with OMH leadership across agency departments to ensure patient and client feedback is being incorporated across all programs and initiatives. The incumbent will regularly report on the progress of the PCFI and Crisis and CPEP Peer Supports to internal and external stakeholders, including but not limited to: OMH executive leadership, partner agencies such as Department of Health (DOH) and OASAS, external advocacy groups; and others as needed.
The successful candidate will be a highly organized individual with a strong attention to detail; excellent administrative and communication skills; who can relate well to a diverse group of project stakeholders; and who can work both independently and as a part of a team. The position also requires subject matter expertise in the field of Peer Support, particularly in crisis services. Individual must have proficiency with all Microsoft Office applications, including Excel, Access and PowerPoint. Individual would ideally have knowledge of REDCAP and other survey tools (e.g. Survey Monkey.) State-wide travel is required. The incumbent will travel at minimum 4 days a month.
- Master's degree in psychology, sociology, social work, public health, or a related social science, clinical, or research field.
- 1 year experience of experience in the field of Peer Support in crisis services.
- Clean and valid driver's license.
- 2 years of experience with front end applications and information technology systems
- 2 years of experience with information analysis
- 2 years' experience with providing training and technical assistance.
- Candidates with lived experience are strongly encouraged to apply.
Under the direction of Special Assistant to the Commissioner and Director of the Office of Consumer Affairs, in collaboration with Office of Population Health and Evaluation and Crisis Services, the person in this position will develop, coordinate, and monitor tasks including but not limited to:
- Provide support via phone and e-mail to PCFI project participants by processing requests for information, investigating and resolving issues reported by users, and updating customer service tracking system.
- Provide one on one support to CPEPs on Peer Support Implementation
- Provide support to Peer Workers in CPEPs
- Participate in quality assurance testing for PCFI applications.
- Support CPEPS in development of Quality Assurance activities to monitor successful implementation of Peer Support Services
- Participate in quality assurance testing for PCFI survey applications. Track defects or issues and communicate with multidisciplinary key stakeholders and team members.
- Participate in meetings to refine and modify the PCFI survey applications on a regular basis.
- Coordinate and update access requests for the PCFI survey applications
- Develop training and implementation materials, schedule online webinars, visit program sites, lead web-based and in-person trainings, participate in crisis state-wide learning collaborative, and provide technical support and assistance to PCFI project participants.
- Develop training and technical materials, provide online webinars, lead training webinars, establish a state-wide learning community, and provide technical support and assistance to CPEPs and Peer Workers in CPEP.
Project Coordination and Administrative Support:
- Coordinate statewide implementation of the use of PCFI in crisis stabilization programs and other OMH programs.
- Coordinate statewide implementation support activities for Peer Support Services in CPEP.
- Establish and maintain systems for recording, tracking, and updating project materials.
- Develop and maintain tracking spreadsheets using Microsoft Excel.
- Send electronic mass mailings.
- Collaborate with state-partner agencies including OASAS on all aspects of PCFI project development
- Collaborate with OPHE to develop a comprehensive monitoring and evaluation plan for the PCFI. Develop dynamic and static reports on the performance of the PCFI to be presented to internal and external stakeholders, including but not limited to: 1) The OMH Executive Team; 2) partner agencies such as DOH and OASAS; 3) external advocacy groups; and others as needed.
- Establish and monitor reporting mechanisms for the PCFI survey initiatives and CPEP Peer Support Implementation.
- Work with OMH and OASAS and relevant stakeholders on how to implement actionable recommendations from report data.
- Work with CPEPS on how to implement actionable recommendations from report data.
Intra-agency adoption of PCFI:
- Collaborate with OMH leadership across agency departments to ensure patient feedback is being incorporated across all programs and initiatives.
- Work with the OCA director and relevant staff to integrate patient feedback into the development of new initiatives targeting high-risk individuals.
Work Location: 330 5th Avenue, OMH New York City Field Office
To Apply: Submit a resume and cover letter on our website at http://corporate.rfmh.org then click on /Employment Opportunities. Only applications submitted through our website will be considered.
RFMH employees may be required to be vaccinated for COVID-19 depending on work location and must provide proof of vaccination. Individuals that are not vaccinated for COVID-19 are ineligible for appointment to positions that require vaccination. Fully vaccinated is defined as two (2) or more weeks since receiving either the second dose in a two-dose COVID-19 vaccination series (e.g., Pfizer-BioNTech or Moderna) or the first and only dose of a single-dose vaccine (e.g., Johnson & Johnson [J&J]/Janssen).
The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees, do not participate in any state retirement system, and do not receive state fringe benefits. Excellent Benefits Package. Employer/Minority/Women/Disabled/Veteran Employer. VEVRAA 41 CFR 60-300.5(a) compliant.